IT Manager - Support & Operations

• Salary: $150,000 – $160,000 inclusive of Super
• Location: Melbourne HQ (Flexible Hybrid Work Model)
• Employment Type: Full-time, Permanent

About the Client

A prominent national retailer with over 100 store locations across Australia and a corporate HQ in Melbourne is seeking an experienced IT Support & Operations Manager.

Reporting to the Head of Technology, this role leads the internal Service Desk and desktop support functions, ensuring seamless technology support across corporate offices, hybrid teams, and the national retail store network. Balancing core ITIL service delivery with hands-on project execution, the Manager will drive end-user satisfaction, optimize internal end-user computing (EUC) environments, coordinate store-level IT support, and oversee key technology workstreams - including core platforms such as Salesforce (POS) and NetSuite (ERP).

Key Responsibilities

Service Desk & IT Operations Management (~70%)

• Helpdesk & Desktop Leadership: Lead, mentor, and build a high-performing internal IT Service Desk, overseeing Level 1–3 support for HQ employees, remote/hybrid staff, and operational store teams.
• Store IT & Escalation Support: Oversee technical support for the 100+ retail store network, ensuring high availability for in-store systems, POS hardware, network connectivity, and store operations.
• Core Business Applications: Manage service availability, access, and escalated issue resolution across key enterprise systems, specifically Salesforce (POS) and NetSuite (ERP).
• ITIL Framework & Incident Management: Standardise and mature ITIL processes across Incident, Request, Problem, and Change Management to maintain high SLA compliance and business continuity.
• End-User Computing (EUC) & Modern Workplace: Manage device fleets, identity, and deployments across Microsoft 365, Active Directory, Entra ID, and Endpoint Manager (Intune).
• Vendor & SLA Management: Manage third-party service providers, MSPs, hardware suppliers, SaaS platforms, and telco vendors to ensure strict operational performance.

• Internal & Store Tech Initiatives: Lead and participate in core IT projects, including desktop/EUC builds, identity management upgrades, system migrations, and new store IT setups/refurbishments.
• ERP & POS Project Workstreams: Partner with internal delivery teams and vendors on upgrades, integrations, and operational enhancements involving NetSuite and Salesforce.
• Asset & Lifecycle Management: Oversee hardware refresh programs across HQ and stores, fleet management, mobile device management (MDM), and software licensing.

• Internal & Retail Support Leadership: Proven experience managing or supervising a modern Service Desk, Desktop Support, or IT Operations team supporting corporate and multi-site store environments.
• ITIL Practices: Solid understanding and practical application of ITIL principles (ITIL v3 or v4 certification highly regarded).
• Enterprise Retail Tech Stack: Familiarity or exposure supporting core enterprise platforms—specifically Salesforce (POS/CRM) and NetSuite (ERP)—alongside modern Microsoft tools (M365, Intune, Entra ID) and store network/hardware infrastructure.
• Project Delivery Experience: Track record of delivering internal desktop, EUC, or store infrastructure projects without disrupting daily support operations.
• Vendor & Stakeholder Engagement: Strong vendor management skills with the ability to communicate effectively with corporate executives, system partners, and store operations personnel.

What’s on Offer

• Competitive Package: $150,000 – $160,000 inclusive of Superannuation.
• Hybrid Working: Flexible blend of working from modern Melbourne HQ and working remotely.
• National Reach: Lead internal and store technology support for a major, recognizable national retail brand utilizing modern enterprise platforms (NetSuite & Salesforce).